I am pleased to report that much awaited progress has been made to improve the customer service orientation of our rail system. After months of negotiations, we finally have a Customer Service Pledge from Transportation Officials.

The criticisms that commuters have voiced over the years are finally being heard. This customer service pledge was a unified team effort by local officials, first responders, the CT Rail Commuter Council and the Department of Transportation (DOT) to ensure a clean, comfortable and safe commute for all passengers.

The DOT Commissioner, James Redeker, deserves credit for the level of attention he brought to this matter, often taking phone calls from commuters personally and always taking their point of view seriously. Most of all, this pledge is a credit to those passengers who expressed their frustration with the state of rail service in Connecticut by writing, emailing, calling or testifying at our public hearing in Westport. (MTA response letter)

One woman, who had experienced severe panic while seven months pregnant in a closed 105 degree stranded train, emailed her testimony to us just after she delivered her baby. From this strong feedback, I was able to develop a document that served as a template for our Commuter Council and the MTA. (Action Plan) It evolved into a new Customer Service Pledge from the MTA, not only in Connecticut, but on all their railways.

After years of complaint fatigue, passengers should take solace in the renewed commitment by rail management- that they will be treated as paying customers that deserve good service. Please read the complete current draft of the bill of rights here and as always contact my office with your comments and questions.

Toni

Here is more on the new Passenger Bill of Rights….

Also, Look for the "Q"….

The "quiet car" initiative will begin Monday, January 9, 2012, on trains on the New Haven Line main line and its branches. The pilot program that doesn't allow cell phone conversations or loud talking in the train car will be rolled out on a total of 18 trains running AM and PM peak periods.

New train schedules will be available during the week of December 26 and will use a "Q" to designate quiet cars. The quiet car will be the last car for trains going to Grand Central Terminal and will be the first car for trains going to Connecticut.